CRM & Customer Service Manager

About the role

Van Cleef & Arpels Switzerland Market is seeking a CRM & Customer Service Manager to lead the implementation of the Maison Client strategy and Service Culture across Geneva. The role combines deep client knowledge with strategic planning to enhance client development, experience, and satisfaction.

Key responsibilities

• Develop a detailed understanding of the local client portfolio and create action plans to grow and retain high‑value customers.
• Coordinate the deployment of Maison activations and clienteling initiatives, adapting them to local market needs.
• Oversee client experience delivery in boutiques and external touchpoints, monitoring satisfaction metrics and gifting strategies.
• Promote the Maison service culture, assess service gaps, and propose enhancements to client journeys.
• Manage the client and customer service budget, track performance with finance, and analyse key KPIs regularly.

Required profile

• Master’s degree or equivalent.
• 10+ years of experience in CRM, clienteling, or client experience roles within a luxury environment.
• Proven leadership and team‑management experience (minimum 2 direct reports).
• Strong analytical abilities and a results‑oriented mindset.

Required skills